In the latest episode of Velocity Selling TV, Bob Urichuck and Matthew Whyatt dive into one of the biggest obstacles for any salesperson: handling objections.
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Velocity Selling TV Episode 53: Objections: Part One
Bob: Welcome back to Velocity Selling TV. My name’s Bob Urichuck, founder of the Velocity Selling System, and on the line today we have Matthew Whyatt, our CEO, down in the Gold Coast. Matthew, are you all set to deal with how to handle objections?
Matthew: I certainly am. This is one of my favorites. I think I say this is one of my favorites a lot but I was actually seeing an article just a little while ago ‘The 32 Ways to Handle Objections’ or the ‘Objection Handling Handbook’ and you know what, what’s really interesting about following Velocity Selling System is, we really don’t get objections do we Bob?
Bob: Well not really because we’re not doing any of the talking and we’re not bringing anything into the picture that the buyer doesn’t want to hear because it’s not about us it’s about the buyer.
Matthew: That’s right. But of course, you know, we do have to talk about objections and so what we’re going to get into is when the customer- this is sort of a little bit like the wishy-washy words or the Let’s Pretend scenario when the customer wants to put us off. Objection may be time. And so I actually told one of my clients to get really clear what that time is. So we don’t have the budget for next quarter. That might be a real objection, that might be not a real objection so we need to figure that out. And so we need to give that client more space to talk. So, other than that you’re actually ready to go out ahead. So what I did was I had the client actually sign the contract, make a very small deposit, with work to commence next quarter. They didn’t have to put the money in. So what that was is I dealt with that objection by understanding- first of all, is it a real one? And then still providing them a solution so we didn’t have to come back and waste each other’s time.
Bob: Excellent. And that’s what it is, it’s really respecting their objection and of course questioning the objection but here’s the thing: when it comes to an objection who should be answering the objection. The sales rep or the buyer?
Matthew: It should be the buyer. They need to actually go ahead and come forward because you know what, we often say, I think you say it and now I say it, I can’t solve all the world’s problems with the hands up, sit back, I can’t solve the world’s problems. Tell me more about that. Or I can’t solve the world’s problems but I do know some things about selling or I do know some things about ____.
Bob: and if I feel I can’t help you it’s over. Yeah.
Matthew: and if I can’t help you, I’ll let you know. Is it ok if at the end of this conversation I say I can’t help you and we walk away friends?
Bob: Yeah. Now we’re getting the ground rules.
Matthew: the same thing.
Bob: Yeah, we’re moving forward into the ground rules which we’ll discuss in future episodes. But for now, that’s really good handling objections is to see clarity. Of course, if you do handle the objections for the buyer, you own the answer, not the buyer. That’s why it’s so important to always engage the buyer into handling the objections themselves so they own it. Well that’s excellent Matthew, I thank you for that.
Matthew: Well Bob sorry, I just wanted to add one more thing. A lot of the objection handling techniques that are being taught by old school sales trainers and the 32 Ways to Handle Objections actually puts you into an adversary role with the buyer.
Matthew: If you’re handling them. Imagine a client feeling good about being handled? Nobody wants to be handled.
Matthew: and so this is why we need to pass the control, well pass the question back to the customer and have control.
Bob: That’s great.
Matthew: Because if you feel handled, you actually might still be forced into buying but you’re going to be a crappy client and you’re probably going to have that buyer’s remorse and not going to want to actually continue forward.
Bob: Yeah, it’s an old traditional technique, which yeah, we stay away from these things so that’s great. That’s excellent Matthew, do you have more to share on objections? Do you want to do another episode on this?
Matthew: I think we probably can.
Bob: Ok, let’s do another one next week. Have yourself a great week and thank you for today.
Matthew: Thanks Bob, bye for now.